CAJ | 학술논문

读者投诉是图书馆服务工作中的常见问题，如果处理不当，就会进一步激化矛盾，因此成为图书馆管理工作的重点之一。本文认为，关键是要正确认识读者投诉现象，认真分析读者投诉的原因，从读者的投诉中发现图书馆服务工作中存在的问题。同时，要进一步建立和完善读者投诉制度，采取切实有效的措施，不断提高图书馆的服务质量。
독자투소시도서관복무공작중적상견문제，여과처리불당，취회진일보격화모순，인차성위도서관관리공작적중점지일。본문인위，관건시요정학인식독자투소현상，인진분석독자투소적원인，종독자적투소중발현도서관복무공작중존재적문제。동시，요진일보건립화완선독자투소제도，채취절실유효적조시，불단제고도서관적복무질량。
The complainant of the readers is an often issue in the library service work, it would further intensify the contradictions, and thus become a big difficulty which puzzles the library management work if couldn＇ t handle it well. The author deems that the core is to accurately recognize the phenomenon of the readers to make complain , earnestly analyze its causes , detect the problems existed in the library service work . Meanwhile , it has to further improve its system , adopt effective methods , and constantly promote the quality of the library service work .